Annual Report of the Ombudsman 2001
Chapter Six - Statistics
1. Overview of 2001 complaints
|
|
|
Complaints |
Numbers |
|
Received in 2001 |
3451 |
|
Outside Jurisdiction |
912 |
|
Total within Jurisdiction |
2539 |
|
Carried forward from 2000 |
1060 |
|
Total on hand for 2001 |
3599 |
|
Completed in 2001 |
2085 |
|
Carried forward to 2002 |
1514 |
|
|
|
Enquiries |
15459 |
2. 10 Year Trend of Valid Complaints Received
|
|
|
1992 |
2637 |
|
1993 |
2419 |
|
1994 |
2489 |
|
1995 |
2250 |
|
1996 |
2536 |
|
1997 |
3126 |
|
1998 |
2876 |
|
1999 |
2685 |
|
2000 |
2136 |
|
2001 |
2539 |
3. Analysis of Valid Complaints Received in 2001
|
|
|
Civil Service |
1056 |
|
Local Authorities |
872 |
|
Health Boards |
555 |
|
An Post |
56 |
|
Total |
2539 |
* Telecom Éireann fell outside my remit from 15 July 1999.
5. Civil Service - Valid Complaints Received in 2001
|
Brought forward from 2000 |
Received in 2001 |
On hands for 2001 |
|
Social, Community and Family Affairs |
162 |
477 |
639 |
|
Agriculture, Food and Rural Development |
167 |
202 |
369 |
|
Education and Science |
45 |
112 |
157 |
|
Revenue |
51 |
102 |
153 |
|
Environment and Local Government |
11 |
35 |
46 |
|
Health and Children |
7 |
14 |
21 |
|
Land Registry |
1 |
13 |
14 |
|
Marine and Natural Resources |
7 |
22 |
29 |
|
Justice, Equality and Law Reform |
6 |
19 |
25 |
|
Enterprise, Trade and Employment |
1 |
8 |
9 |
|
Office of Public Works |
9 |
6 |
15 |
|
Others |
22 |
46 |
68 |
|
Total |
489 |
1056 |
1545 |
6. Local Authorities* - Valid Complaints Received in 2001
|
|
|
|
|
Brought forward from 2000 |
Received in 2001 |
On hands for 2001 |
|
Carlow |
2 |
12 |
14 |
|
Cavan |
2 |
13 |
15 |
|
Clare |
12 |
26 |
38 |
|
Cork Corporation* |
25 |
44 |
69 |
|
Cork County* |
23 |
42 |
65 |
|
Donegal |
21 |
26 |
47 |
|
Dublin Corporation |
40 |
87 |
127 |
|
Dún Laoghaire - Rathdown |
29 |
36 |
65 |
|
Fingal* |
12 |
30 |
42 |
|
Galway Corporation* |
11 |
31 |
42 |
|
Galway County* |
15 |
29 |
44 |
|
Kerry* |
13 |
60 |
73 |
|
Kildare |
13 |
25 |
38 |
|
Kilkenny |
10 |
19 |
29 |
|
Laois* |
11 |
30 |
41 |
|
Leitrim |
2 |
6 |
8 |
|
Limerick Corporation* |
17 |
19 |
36 |
|
Limerick County* |
9 |
18 |
27 |
|
Longford* |
6 |
16 |
22 |
|
Louth |
4 |
20 |
24 |
|
Mayo* |
28 |
49 |
77 |
|
Meath |
22 |
31 |
53 |
|
Monaghan |
1 |
0 |
1 |
|
Offaly |
9 |
11 |
20 |
|
Roscommon* |
13 |
11 |
24 |
|
Sligo |
7 |
11 |
18 |
|
South Dublin |
15 |
39 |
54 |
|
Tipperary (NR) |
8 |
18 |
26 |
|
Tipperary (SR) |
8 |
13 |
21 |
|
Waterford Corporation* |
0 |
8 |
8 |
|
Waterford County* |
6 |
12 |
18 |
|
Westmeath |
6 |
14 |
20 |
|
Wexford |
21 |
29 |
50 |
|
Wicklow |
19 |
37 |
56 |
|
TOTAL |
440 |
872 |
1312 |
Complaints received against Borough Corporations, Urban District
Councils and Town Commissioners are included in the County figures. The
names of some local authorities have changed and these changes will be
reflected in next year's report.
*Monthly CIC visits or one-day visits were made to these counties in
2001 and this is likely to have affected the number of complaints
received
7. Health Boards - Valid Complaints Received in 2001
|
|
|
|
|
Brought forward from 2000 |
Received in 2001 |
On hands for 2001 |
|
Eastern |
4 |
1 |
5 |
|
Midland |
5 |
45 |
50 |
|
Mid-Western |
5 |
63 |
68 |
|
North Eastern |
7 |
28 |
35 |
|
North Western |
8 |
23 |
31 |
|
South Eastern |
9 |
58 |
67 |
|
Southern |
16 |
83 |
99 |
|
Western |
31 |
62 |
93 |
|
Northern Area |
11 |
71 |
82 |
|
East Coast Area |
12 |
50 |
62 |
|
South Western Area |
11 |
70 |
81 |
|
Eastern Regional Health Authority |
1 |
1 |
2 |
|
Total |
120 |
555 |
675 |
8. An Post - Valid Complaints Received in 2001
|
|
|
|
|
Brought forward from 2000 |
Received in 2001 |
On hands for 2001 |
|
An Post |
10 |
56 |
66 |
|
Total |
10 |
56 |
66 |
9. Department of Social, Community and Family Affairs
Breakdown by Main Categories of Complaint Received in 2001
|
|
|
Old Age & Retirement Pensions |
112 |
|
Unemployment Payments |
89 |
|
Disability, Invalidity and Maternity Payments |
58 |
|
Widows and One Parent Family Payment |
41 |
|
Fuel Allowance and Free Schemes |
37 |
|
No Reply to Correspondence |
31 |
|
Back to work / Education Allowance |
23 |
|
Carer's Allowance |
23 |
|
PRSI |
10 |
|
Occuational Injury Benefit |
9 |
|
Child Benefit |
8 |
|
Family Income Supplement |
8 |
|
Treatment Benefits |
3 |
|
Miscellaneous |
25 |
|
Total |
477 |
10. Department of Agriculture, Food and Rural Development
Breakdown by Main Categories of Complaint Received in 2001
|
|
|
REP Scheme |
49 |
|
Livestock Grants |
49 |
|
Early Retirement Scheme |
33 |
|
Disease Eradication Scheme |
14 |
|
Milk Quota |
11 |
|
Farm Development Grants |
10 |
|
No Reply to Correspondence |
10 |
|
Area Aid |
8 |
|
Land Commission |
4 |
|
Miscellaneous |
14 |
|
Total |
202 |
11. Department of Education and Science
Breakdown by Main Categories of Complaint Received in 2001
|
|
|
Higher Education Grants & Fees |
31 |
|
Delay / Failure to Reply |
24 |
|
School Transport |
11 |
|
Special Education |
9 |
|
Examinations |
7 |
|
Miscellaneous |
30 |
|
Total |
112 |
12. Office of the Revenue Commissioners
Breakdown by Main Categories of Complaint Received in 2001
|
|
|
Income Tax |
66 |
|
VAT / Inheritance / CGT |
12 |
|
Customs and Excise |
7 |
|
No Reply to Correspondence |
4 |
|
Stamp Duty |
3 |
|
Miscellaneous |
10 |
|
Total |
102 |
13. Department of the Environment and Local Government
Breakdown by Main Categories of Complaint Received in 2001
|
|
|
Housing Loans and Grants |
11 |
|
Motor Tax/Driving Licence/Driving Test |
9 |
|
No Reply to Correspondence |
8 |
|
Miscellaneous |
7 |
|
Total |
35 |
14. Department of Health and Children
Breakdown by Main Categories of Complaint Received in 2001
|
|
|
No Reply to Correspondence |
7 |
|
General Registrar's Office |
2 |
|
Miscellaneous |
5 |
|
Total |
14 |
15. Local Authorities
Breakdown by Main Categories of Complaint Received in 2001
|
|
|
|
|
Housing |
|
|
364 |
|
Allocations & Transfers |
192 |
|
|
Loans & Grants |
68 |
|
|
Repairs |
58 |
|
|
Sales |
23 |
|
|
Rents |
23 |
|
|
Planning |
|
|
217 |
|
Enforcement |
142 |
|
|
Administration |
75 |
|
|
Roads and Traffic |
|
|
96 |
|
Delay - Failure to Reply |
|
|
75 |
|
Waste Disposal |
|
|
24 |
|
Water Supply |
|
|
18 |
|
Sewerage and Drainage |
|
|
14 |
|
Service Charges |
|
|
11 |
|
Motor Tax & Drivers Licence |
|
|
11 |
|
Rates |
|
|
5 |
|
Acquisition of land/rights |
|
|
5 |
|
Access to Information on the Enviroment |
|
|
5 |
|
Parks/Open Space |
|
|
5 |
|
Miscellaneous |
|
|
22 |
|
Total |
|
|
872 |
16. Health Boards
Breakdown by Main Categories of Complaint Received in 2001
|
Supplementary Welfare Allowance |
|
|
86 |
|
Exceptional Needs Payment |
27 |
|
|
Rent and Mortgage Allowances |
26 |
|
|
Back to School - Clothing/footwear Allowance |
13 |
|
|
Miscellaneous |
20 |
|
|
|
|
|
|
Health Services (General) |
|
|
40 |
|
Medical Card |
35 |
|
|
Drugs, Medicines and Appliances |
5 |
|
|
|
|
|
|
Hospital Services |
|
|
241 |
|
Nursing Homes/Long Stay |
213 |
|
|
Miscellaneous |
28 |
|
|
|
|
|
|
Delay / Failure to reply |
|
|
51 |
|
Hospital Charges |
|
|
22 |
|
Cash Payments (other than SWA) |
|
|
20 |
|
Provision of Service |
|
|
20 |
|
Dental Service |
|
|
15 |
|
Services for the Elderly - Housing Aid |
|
|
15 |
|
Childcare / Social Work Services |
|
|
5 |
|
Miscellaneous |
|
|
40 |
|
Total |
|
|
555 |
17. Valid Complaints Received by County in 2001
|
Carlow |
28 |
|
Cavan |
36 |
|
Clare |
69 |
|
Cork |
268 |
|
Donegal |
59 |
|
Dublin |
583 |
|
Galway |
168 |
|
Kerry |
185 |
|
Kildare |
60 |
|
Kilkenny |
52 |
|
Laois |
71 |
|
Leitrim |
21 |
|
Limerick |
118 |
|
Longford |
52 |
|
Louth |
46 |
|
Mayo |
144 |
|
Meath |
73 |
|
Monaghan |
11 |
|
Offaly |
31 |
|
Roscommon |
43 |
|
Sligo |
32 |
|
Tipperary |
94 |
|
Waterford |
76 |
|
Westmeath |
48 |
|
Wexford |
61 |
|
Wicklow |
77 |
|
Outside Republic |
33 |
|
TOTAL |
2539 |
18. Analysis of Complaints Completed in 2001
|
Complaint Resolved |
424 |
|
Partially Resolved |
62 |
|
Assistance Provided |
602 |
|
Not Upheld |
698 |
|
Discontinued |
273 |
|
Withdrawn |
26 |
|
Total |
2085 |
19. Civil Service - Complaints Completed in 2001
|
Resolved |
Partially Resolved |
Assistance Provided |
Discontinued |
Withdrawn |
Not Upheld |
Total Completed |
|
Social, Community and Family Affairs |
44 |
1 |
159 |
51 |
7 |
171 |
433 |
|
Agriculture, Food and Rural Development |
29 |
4 |
19 |
18 |
1 |
135 |
206 |
|
Education and Science |
34 |
5 |
16 |
12 |
0 |
23 |
90 |
|
Revenue |
27 |
1 |
29 |
12 |
2 |
25 |
96 |
|
Environment and Local Government |
12 |
0 |
4 |
5 |
1 |
7 |
29 |
|
Health and Children |
3 |
0 |
8 |
1 |
0 |
1 |
13 |
|
Land Registry |
4 |
0 |
4 |
2 |
0 |
1 |
11 |
|
Marine and Natural Resources |
1 |
0 |
9 |
2 |
1 |
3 |
16 |
|
Justice, Equality and Law Reform |
2 |
0 |
9 |
2 |
0 |
4 |
17 |
|
Enterprise, Trade and Employment |
2 |
0 |
2 |
1 |
0 |
1 |
6 |
|
Office of Public Works |
0 |
0 |
4 |
1 |
0 |
4 |
9 |
|
Others |
7 |
0 |
24 |
5 |
0 |
8 |
44 |
|
Total |
165 |
11 |
287 |
112 |
12 |
383 |
970 |
20. Local Authorities - Complaints Completed in 2001
|
Resolved |
Partially Resolved |
Assistance Provided |
Discontinued |
Withdrawn |
Not Upheld |
Total Completed |
|
Carlow |
4 |
0 |
0 |
1 |
0 |
2 |
7 |
|
Cavan |
2 |
0 |
1 |
0 |
0 |
3 |
6 |
|
Clare |
3 |
2 |
9 |
2 |
0 |
8 |
24 |
|
Cork Corporation |
6 |
1 |
9 |
5 |
1 |
18 |
40 |
|
Cork County |
4 |
3 |
11 |
4 |
0 |
9 |
31 |
|
Donegal |
5 |
2 |
8 |
5 |
1 |
6 |
27 |
|
Dublin Corporation |
28 |
2 |
19 |
14 |
0 |
24 |
87 |
|
Dún Laoghaire - Rathdown |
13 |
1 |
5 |
8 |
0 |
12 |
39 |
|
Fingal |
9 |
0 |
3 |
4 |
0 |
6 |
22 |
|
Galway Corporation |
8 |
2 |
4 |
2 |
0 |
3 |
19 |
|
Galway County |
4 |
1 |
8 |
2 |
0 |
4 |
19 |
|
Kerry |
12 |
0 |
6 |
6 |
0 |
11 |
35 |
|
Kildare |
7 |
0 |
3 |
3 |
0 |
2 |
15 |
|
Kilkenny |
3 |
3 |
5 |
4 |
0 |
6 |
21 |
|
Laois |
6 |
3 |
12 |
3 |
0 |
4 |
28 |
|
Leitrim |
1 |
0 |
1 |
1 |
0 |
1 |
4 |
|
Limerick Corporation |
6 |
1 |
7 |
0 |
0 |
10 |
24 |
|
Limerick County |
3 |
1 |
3 |
3 |
1 |
3 |
14 |
|
Lonford |
4 |
0 |
1 |
0 |
0 |
3 |
8 |
|
Louth |
5 |
0 |
1 |
5 |
0 |
2 |
13 |
|
Mayo |
8 |
4 |
7 |
4 |
0 |
13 |
36 |
|
Meath |
10 |
1 |
12 |
6 |
0 |
7 |
36 |
|
Monaghan |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
|
Offaly |
3 |
3 |
2 |
1 |
0 |
2 |
11 |
|
Roscommon |
1 |
1 |
3 |
2 |
0 |
3 |
10 |
|
Sligo |
2 |
1 |
3 |
2 |
0 |
0 |
8 |
|
South Dublin |
8 |
2 |
7 |
8 |
1 |
9 |
35 |
|
Tipperary (NR) |
1 |
2 |
3 |
1 |
1 |
5 |
13 |
|
Tipperary (SR) |
1 |
2 |
6 |
1 |
0 |
5 |
15 |
|
Waterford Corporation |
2 |
0 |
1 |
0 |
0 |
2 |
5 |
|
Waterford County |
3 |
0 |
5 |
2 |
0 |
0 |
10 |
|
Westmeath |
7 |
0 |
1 |
0 |
0 |
2 |
10 |
|
Wexford |
6 |
0 |
11 |
5 |
1 |
3 |
26 |
|
Wicklow |
11 |
1 |
10 |
2 |
0 |
10 |
34 |
|
TOTAL |
196 |
39 |
187 |
106 |
6 |
198 |
732 |
Complaints received against Borough Corporations, Urban District
Councils and Town Commissioners are included in the County figures
21. Health Boards - Complaints Completed in 2001
|
Resolved |
Partially Resolved |
Assistance Provided |
Discontinued |
Withdrawn |
Not Upheld |
Total Completed |
|
Eastern |
0 |
0 |
1 |
0 |
0 |
3 |
4 |
|
Midland |
2 |
1 |
9 |
4 |
1 |
12 |
29 |
|
Mid-Western |
6 |
1 |
4 |
7 |
0 |
3 |
21 |
|
North Eastern |
4 |
1 |
9 |
3 |
0 |
3 |
20 |
|
North Western |
2 |
0 |
6 |
3 |
0 |
7 |
18 |
|
South Eastern |
3 |
0 |
8 |
4 |
1 |
8 |
24 |
|
Southern |
10 |
1 |
18 |
12 |
1 |
6 |
48 |
|
Western |
10 |
5 |
11 |
5 |
0 |
10 |
41 |
|
Northern Area |
3 |
0 |
16 |
7 |
1 |
15 |
42 |
|
East Coast Area |
3 |
0 |
17 |
1 |
2 |
12 |
35 |
|
South Western Area |
4 |
1 |
14 |
6 |
2 |
19 |
46 |
|
Eastern Regional |
0 |
0 |
0 |
0 |
0 |
1 |
1 |
|
Total |
47 |
10 |
113 |
52 |
8 |
99 |
329 |
22. Telecom Éireann/An Post - Complaints Completed in 2001
|
Resolved |
Partially Resolved |
Assistance Provided |
Discontinued |
Withdrawn |
Not Upheld |
Total Completed |
|
Telecom Éireann |
0 |
1 |
0 |
0 |
0 |
0 |
1 |
|
An Post |
16 |
1 |
15 |
3 |
0 |
18 |
53 |
|
Total |
16 |
2 |
15 |
3 |
0 |
18 |
54 |
23. Analysis of Invalid Complaints Received in 2001
|
Private Companies |
298 |
|
Banking/Insurance |
180 |
|
Public Bodies outside remit |
163 |
|
Pay and Conditions |
100 |
|
Courts/Gardaí |
100 |
|
Miscellaneous |
71 |
|
Total |
912 |
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